Category Archive for "Webinars & Insights"

FCR Solutions Spotlight: 5 Emerging Technology Systems and Updates from Q2

Share this article: Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance...
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5 Technologies that Piqued Our Interest in Q1

Share this article: It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and...
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FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019

Share this article: The text of this article originally appeared on the FCR blog on December 5, 2018. Click here to read the original. Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked...
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FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

Share this article: When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading...
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FCR Solutions Spotlight – Contact Center Tech to Watch from Q2

Share this article: It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just...
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FCR Solutions Spotlight – Innovations to Eliminate Annoying Hold Music

Share this article: While the telephone has certainly lost some of its market share to other support channels like email, chat, social, text, and others, it still has a place in the customer support experience. Maybe not for all companies...
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FCR Solutions Spotlight – Reducing Your Customer Contact Rate

Share this article: In a fast-growing company where customer contact volume is increasing at a similar clip to the customer base, there’s no shortage of hard work to be done. But is adding more people to the support team really...
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FCR Solutions Spotlight: Foreign Language Translation Strategies

Share this article: This FCR Solutions Spotlight webinar from Jeremy Watkin of FCR highlights strategies used to handle the task of translating different foreign languages to English within a call center, along with the pros and cons of each. Take...
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FCR Solutions Spotlight: 3 Tools To Improve Your Customer Service Operations

Share this article: This FCR Solutions Spotlight from Jeremy Watkin of FCR highlights 3 tools that are currently on the market and that can equip your agents to provide better customer service. In this brief video, Jeremy covers products like...
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FCR Solutions Spotlight: 5 Tips For Using Zendesk Better

Share this article: Jeremy Watkin, Head of Quality for FCR, and Travis Wild, Project Manager for FCR, sat down together to discuss how you can use Zendesk better in your Customer Service operations. They provide 5 tips to help improve the...
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